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Inspection Summary

Overall summary & rating


Updated 8 April 2017

This announced inspection was carried out on 02 March 2017. Comfort Call (Worksop) provides support and personal care to people living in their own homes in north Nottinghamshire. The registered manager told us on the day of our visit there were approximately 150 people using the service who received personal care.

The service had a registered manager in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who understood the risks people could face and knew how to make people feel safe. Staff knew how to report any concerns of abuse or harm they identified when they visited people. People were encouraged to be independent with as little restriction as possible.

People were usually supported by a regular individual or group of staff who they knew. People who required support to take their medicines received assistance to do so when this was needed.

People were provided with the care and support they wanted by staff who were trained and supported to do so and they provided consent to their care when needed. When needed decisions were being made in people’s best interest and improvements were being made as to how these were recorded.

People were supported to consume a sufficient amount of food and fluids that promoted their wellbeing. People received support from staff who understood their health needs.

People were treated with respect by staff who demonstrated kindness and understanding. People were involved in determining their care and support. They were shown respect and treated with dignity in the way they wished to be.

People’s care plans did not contain all the required information to ensure their care and support was delivered as needed. People were informed of how to express any issues or concerns they had so these could be investigated and acted upon.

People who used the service and care workers were able to express their views about the service which were acted upon. The management team provided leadership that gained the respect of care workers and motivated them as a team. There were systems in place to monitor the quality of the service so that improvements could be made when needed.

Inspection areas



Updated 8 April 2017

The service was safe.

People felt safe using the service because staff looked for any potential risk of abuse or harm and knew what to do if they had any concerns.

Risks to people’s health and safety were reduced by staff who knew how to provide them with safe care and support that maintained their independence.

People were supported by a sufficient number of staff to meet their planned needs.

People received the support they required to ensure they took their medicines as prescribed.



Updated 8 April 2017

The service was effective.

People were supported by a staff team who were trained and supported to meet their varying needs.

People‘s rights to give consent and make decisions for themselves were encouraged. Systems were being implemented to show how decisions were being made that protected people’s rights and best interests.

People were supported to maintain their health and have sufficient to eat and drink.



Updated 8 April 2017

The service was caring.

People were supported by care workers who respected them as individuals.

People were involved in shaping the care and support they received.

People were shown respect and courtesy by care workers visiting them in their homes in a way that suited them.


Requires improvement

Updated 8 April 2017

The service was not entirely responsive.

There was a risk that people may not receive the care and support they required because their plan of care did not include sufficient detail to do so.

People were provided with information on how to make a complaint and staff knew how to respond if a complaint was made. Complaints made were investigated following the provider’s complaints procedure.



Updated 8 April 2017

The service was well led.

People used an improving service where staff were motivated through encouragement and support to carry out their duties.

People had opportunities to provide feedback regarding the quality of care they received and about their involvement with the care agency.

There were systems followed to monitor the service to recognise when improvements were needed and how these could be made.